Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Even though the response says that the laptop will not be fixed unless I pay up, the laptop was fixed and returned to me, free of chargeI believe there is some serious communication breakdown in Dell*** called me in a harsh voice and informed me that I have to pay as laptop is not under warrantyWhen I initiated the repair with Dell, the laptop was under warrantyThat is the only reason that I was able to send the laptop to Dell repair facility free of cost(Warranty end date was 26th May)However once it reached the facility, the warranty started showing up as expiredIn the middle of all this mess, Dell kept informing me through *** and many other channels that I have to pay for the laptop and they are returning it without fixing itI was in for a surprise when I opened the return package and found a fully fixed laptopIf the laptop was fixed accidentally, I thank the technicians who worked on it honestly and honored the laptop warranty(I have proof of warranty which DELL claims as expired). Dell really needs to work on their communication systems and give a little more respect to the products they sell and customers who buy themIn the email conversation with ***, I was informed that a laptop is an electronic device and it can stop working any time after the warranty periodThat single line sums up the attitude Dell has
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, * **. Thank you for providing a copy of the customer’s submission Our records indicate Dell
representative; *** has been instrumental in assisting the customer in receiving the missing credits. *** has sent by email, proof the transaction is complete by sharing the credit memo with the customer. We certainly do apologize for any frustration this matter may have caused our customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback.
*** has processed all the customer’s refunds. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** * ***. Thank you for providing a copy of the customer’s submission Our records
indicate Dell representative, *** and the customer had worked together to resolve the tech issues the customer had been having with their Dell computer. The system has been repaired at the depot and has been delivered back to the customer. *** has invited the customer to call them directly if the customer should need further assistance in this matter. The customer has ***’s contact information. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com, Our records indicate that Dell representative *** has submitted another request for the gift card to be replacedThe representative will follow up to confirm receiptThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer and assisted in expediting the exchangeThe representative has confirmed receiptWe remain available to assist the customer if there are any further concerns the representative can be reached by email at ***@[email protected] Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Our records indicate that the son contacted Dell on Dec 18th upset over the delayA backlog was affecting the shipping date and a discount was offered at that time to keep the order in placeThis offer was declined and the order was replaced with the current promotions that were being offered and it was expedited in manufacturingAt this time Dell considers this matter resolvedSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell service and wants an exchange for a different model computer and a warranty extension as a concession Our records indicate at the time of purchase, the customer opted for a one year warranty when warranty extensions were available Out of fairness to Dell customers who purchase warranty extensions, Dell will not offer a warranty extension as a concession Since the date of the submission, a Dell representative contacted the customer, denied the customer’s concession requests, and offered to assist with the technical issues, per Dell’s Limited Hardware Warranty The customer declined this assistance We remain available to assist under the terms and conditions of the warranty and ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further; however no change will be made to the offered resolution.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that Dell representative *** followed up with the customer in regards to his rebuttalThe representative requested the gift card be reissued and confirmed the customer has received itThe representative can be reached by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
** ***
Dear Revdex.com, Dell records indicate that both *** has followed up with the customer that a refurbished exchange under the terms of the hardware warrantyThe customer’s request for a new exchange or refund is respectfully deniedAt this time we are waiting on the customer to accept the offer so we can move forward with the resolutionPlease have the customer follow up by emailing ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative explained the terms of sale, limited hardware warranty, and return policy
***
***
***
Please note that our representative offered technical assistance, as well as, depot service; however, Mr*** elected not to accept our offer of assistanceHis request for a replacement or refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, *** has been in contact with the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has informed the customer their laptop has been repaired and shipped back to them. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative *** apologized
for the problems and authorized a depot repairThe representative has provided shipping informationPlease have the customer contact the representative by email ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:Two weeks ago an alternate Dell person contacted me, and asked me the same questions as had been asked before Based on what had been done and the information he had with him, he requested a couple days to come up with the next steps Then the person I had been dealing with contacted me via email and at home while I was away on business I responded back that I was waiting the next step of the troubleshooting on an email on 7/ I have received no reply back. As to their statement that the issue was previously resolved, IT WAS NOT I cannot understand how many times I need to explain to Dell that a computer randomly crashing with a BSOD and fixing it so that just randomly crashes does NOT resolve the issue. So far the individual from Dell since contacting the Revdex.com has run the same diagnostic tools as previous techs and deleted a software file for an accessory program that was randomly crashing (the program, not the computer). The issue of the computer randomly crashing still remains from the spring of when Dell attempted to resolve the issue
Regards,
*** ***
Thank you for providing a copy of the customer submission. A Dell representative, *** has contacted the customer and is working with them to reach a reasonable resolution. The representative can be reached directly by email at ***
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell has provided a full refundWhich was completed on 10/7/a copy of the transaction is listed belowDate 10/07/Time 12:09:Method of Payment Visa Entry Method Manual Account # XXXXXXXXXXXX*** Order ID *** Amount 1,Dell has closed this complaintAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsMr*** informed our representative that he had disputed the charge with his bank for order#
***Furthermore, he has already received the credit from his bank and considers this matter closedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at***@Dell.com, in case Mr*** has any further questions regarding this case
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative reached out to the customer additional informationOur records indicate a credit has been processed for the lost order and posted back to the credit card for the full amountWe remain available to assist the customerOur representative may be contacted directly by e-mail at *** Sincerely, Advanced Resolution Group *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***Even though the response says that the laptop will not be fixed unless I pay up, the laptop was fixed and returned to me, free of chargeI believe there is some serious communication breakdown in Dell*** called me in a harsh voice and informed me that I have to pay as laptop is not under warrantyWhen I initiated the repair with Dell, the laptop was under warrantyThat is the only reason that I was able to send the laptop to Dell repair facility free of cost(Warranty end date was 26th May)However once it reached the facility, the warranty started showing up as expiredIn the middle of all this mess, Dell kept informing me through *** and many other channels that I have to pay for the laptop and they are returning it without fixing itI was in for a surprise when I opened the return package and found a fully fixed laptopIf the laptop was fixed accidentally, I thank the technicians who worked on it honestly and honored the laptop warranty(I have proof of warranty which DELL claims as expired). Dell really needs to work on their communication systems and give a little more respect to the products they sell and customers who buy themIn the email conversation with ***, I was informed that a laptop is an electronic device and it can stop working any time after the warranty periodThat single line sums up the attitude Dell has
Regards,
*** ***
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer, * **. Thank you for providing a copy of the customer’s submission Our records indicate Dell
representative; *** has been instrumental in assisting the customer in receiving the missing credits. *** has sent by email, proof the transaction is complete by sharing the credit memo with the customer. We certainly do apologize for any frustration this matter may have caused our customer. Please have the customer contact our representative directly by email at ***@Dell.com if they should need any further assistance in this matter. Sincerely, Executive Support Team Incident ID# *** Dell Inc
Revdex.com Complaint ID: ***
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative,
*** has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback.
*** has processed all the customer’s refunds. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting www.Dell.com/Contact or for online assistance at www.Dell.com/Support. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell
Revdex.com Complaint ID: *** Dear Revdex.com, I am writing on behalf of Dell in response to the complaint filed with your office by the customer, *** * ***. Thank you for providing a copy of the customer’s submission Our records
indicate Dell representative, *** and the customer had worked together to resolve the tech issues the customer had been having with their Dell computer. The system has been repaired at the depot and has been delivered back to the customer. *** has invited the customer to call them directly if the customer should need further assistance in this matter. The customer has ***’s contact information. Sincerely, Advanced Resolution Group Incident ID# *** Dell
Dear Revdex.com, Our records indicate that Dell representative *** has submitted another request for the gift card to be replacedThe representative will follow up to confirm receiptThe customer may reach the representative by emailing at ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerThank you for providing a copy of the submissionWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this
experienceDell representative, ***, contacted the customer and assisted in expediting the exchangeThe representative has confirmed receiptWe remain available to assist the customer if there are any further concerns the representative can be reached by email at ***@[email protected] Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com, Our records indicate that the son contacted Dell on Dec 18th upset over the delayA backlog was affecting the shipping date and a discount was offered at that time to keep the order in placeThis offer was declined and the order was replaced with the current promotions that were being offered and it was expedited in manufacturingAt this time Dell considers this matter resolvedSincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,Thank you for providing a copy of the customer’s follsubmission Customer expressed dissatisfaction with Dell service and wants an exchange for a different model computer and a warranty extension as a concession Our records indicate at the time of purchase, the customer opted for a one year warranty when warranty extensions were available Out of fairness to Dell customers who purchase warranty extensions, Dell will not offer a warranty extension as a concession Since the date of the submission, a Dell representative contacted the customer, denied the customer’s concession requests, and offered to assist with the technical issues, per Dell’s Limited Hardware Warranty The customer declined this assistance We remain available to assist under the terms and conditions of the warranty and ask that the customer contact our representative at ***@Dell.com for any further assistance he may need regarding this matter As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this case Our agent remains available, should the customer wish to discuss this matter further; however no change will be made to the offered resolution.Sincerely,Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com, Our records indicate that Dell representative *** followed up with the customer in regards to his rebuttalThe representative requested the gift card be reissued and confirmed the customer has received itThe representative can be reached by emailing ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
** ***
Dear Revdex.com, Dell records indicate that both *** has followed up with the customer that a refurbished exchange under the terms of the hardware warrantyThe customer’s request for a new exchange or refund is respectfully deniedAt this time we are waiting on the customer to accept the offer so we can move forward with the resolutionPlease have the customer follow up by emailing ***@Dell.com Sincerely Advanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsOur representative explained the terms of sale, limited hardware warranty, and return policy
***
***
***
Please note that our representative offered technical assistance, as well as, depot service; however, Mr*** elected not to accept our offer of assistanceHis request for a replacement or refund was respectfully deniedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceWe remain ready to assist him within the terms of Dell’s Limited Hardware Warranty and our other policiesOur representative may be contacted directly via e-mail at ***@Dell.com, in case Mr*** has any further concerns regarding this case. Sincerely,
Executive Support TeamIncident ID: ***Dell Inc
Dear Revdex.com,
I am writing on behalf of Dell Incin response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission
A Dell representative, *** has been in contact with the customer regarding their
concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. *** has informed the customer their laptop has been repaired and shipped back to them. Should any future concerns arise regarding this matter, the customer may contact Dell’s representative via email at: ***@Dell.com. Dell now moves to close this matter regarding Incident ID: ***.
Sincerely,
Advanced Resolution Group
Incident ID# ***
Dell Inc
Dear Revdex.com, I am writing on behalf of Dell Incin response to the complaint filed with your office by the customerWe regret any dissatisfaction the customer may have experienced and appreciate the feedback provided regarding this experienceDell representative *** apologized
for the problems and authorized a depot repairThe representative has provided shipping informationPlease have the customer contact the representative by email ***@Dell.comSincerely Advanced Resolution Group Incident *** Dell Inc
Complaint: ***
I am rejecting this response because:Two weeks ago an alternate Dell person contacted me, and asked me the same questions as had been asked before Based on what had been done and the information he had with him, he requested a couple days to come up with the next steps Then the person I had been dealing with contacted me via email and at home while I was away on business I responded back that I was waiting the next step of the troubleshooting on an email on 7/ I have received no reply back. As to their statement that the issue was previously resolved, IT WAS NOT I cannot understand how many times I need to explain to Dell that a computer randomly crashing with a BSOD and fixing it so that just randomly crashes does NOT resolve the issue. So far the individual from Dell since contacting the Revdex.com has run the same diagnostic tools as previous techs and deleted a software file for an accessory program that was randomly crashing (the program, not the computer). The issue of the computer randomly crashing still remains from the spring of when Dell attempted to resolve the issue
Regards,
*** ***
Thank you for providing a copy of the customer submission. A Dell representative, *** has contacted the customer and is working with them to reach a reasonable resolution. The representative can be reached directly by email at ***
Dear Revdex.com, This matter has been previously addressed this matter, no alterations have been/will be made to the final resolutionDell has provided a full refundWhich was completed on 10/7/a copy of the transaction is listed belowDate 10/07/Time 12:09:Method of Payment Visa Entry Method Manual Account # XXXXXXXXXXXX*** Order ID *** Amount 1,Dell has closed this complaintAdvanced Resolution Group Incident *** Dell Inc
Dear Revdex.com,
Thank you for the opportunity to address the correspondence submitted by Mr*** ***A Dell representative recently contacted Mr*** regarding his concernsMr*** informed our representative that he had disputed the charge with his bank for order#
***Furthermore, he has already received the credit from his bank and considers this matter closedWe regret any dissatisfaction he may have experienced and appreciate the feedback provided regarding his Dell ExperienceOur representative may be contacted directly via e-mail at***@Dell.com, in case Mr*** has any further questions regarding this case
Sincerely,
Executive Support TeamIncident ID: ***
Dell Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** ***
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThank you for providing a copy of the submissionDell representative reached out to the customer additional informationOur records indicate a credit has been processed for the lost order and posted back to the credit card for the full amountWe remain available to assist the customerOur representative may be contacted directly by e-mail at *** Sincerely, Advanced Resolution Group *** Dell Inc